Cloud Support Change Manager

Customer Success and Support Otemachi, Japan


Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!


As one of our Cloud Support Change Managers, you will be managing changes for our customers by working closely with customer support, site reliability engineering and other cloud teams as appropriate.
You are responsible for ensuring changes are scheduled in a timely and accurate manner as well as
overseeing and reporting progress in daily review meetings. Most importantly, you are the sanity check and a safety valve for the fast-moving cloud platform. You are empowered to take risks, understanding the consequences and instill a sense of accountability amongst the wider team.

What you’ll be doing:
• Managing global customer support and SRE teams to ensure process compliance and clear definition of requested customer changes.
• Constantly seeking opportunities for process improvement, documenting process changes and communicating these to the wider team.
• Frequent contact with/from customers, account teams, customer support, ops/SRE, product management, professional services, Customer Success Managers, Sales Engineers and Exec Management.
• Effectively dealing with high priority/urgent scheduling changes.
• Managing the various schedules -- release, production changes, project timelines, etc.
• Providing daily metrics/status for environment and project health (Dashboards or other KPI delivery methods).
• Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure.
• Participate in weekly CAB meetings.
• Provide guidance and assistance in classifying changes & in identifying risks to the environment
.
• Act as point of escalation for customer for all IT changes, providing support teams with the tools
they need to submit, update, approve and implement as quickly as possible.

About You...
• Love to wear multiple hats and keeping all the plates spinning.
• Excellent reader of people and culture and you enjoy building relationships to make things happen.
• Highly functional in a dynamic, challenging environment.
• Comfortable bending between the tactical and strategic.
• Communications superstar.

Your Skills...
• Bachelor’s Degree in Information Systems or equivalent
Have 3-5 years in fast paced Cloud environment supporting both customers requested changes and infrastructure changes.
• Have strong ITIL process management experience, including documentation, specifically focused on change management.
Have familiarity with all other ITIL processes that support the change management process.
Have experience with Jira and Salesforce.
Familiar with AWS and Splunk would be a big plus.
• Superior written and oral English & Japanese communication skills are essential

 

 

Thank you for your interest in Splunk!